Call Center Solutions

Software-maker Witness Systems Inc. has introduced Impact 360, technology designed to help call centers access information such as recorded interactions faster than ever.

The platform allows users to capture, analyze and act on information concerning workforce performance, customer interactions and customer service processes. Its framework relies on one graphical user interface to help users navigate data, which can include scheduling, quality monitoring, compliance recording, performance scorecards and e-learning.

For example, call center managers can use Impact 360 to access standard reports and write custom ones. The software also provides central administration of agents and recorders across the enterprise, saving time and errors. Further, users can record all interactions, and easily search and replay recorded contacts, no matter where they were recorded within the enterprise.

PBXtra comes with 256MB RAM and a oneyear off-site hardware warranty, although Fonality recommends an on-site warranty upgrade and 512MB RAM for installations containing more than four phone sets.

For IP phones, PBXtra is a plug-and-play system. Call centers using analog phones or the PSTN must order a base expansion card with the proper modules. Fonality installs and configures the card and modules. The company also has introduced the PBXtra Softphone, $49 software that works like a typical phone, but with more features and functionalities.

Real-time tools include unassisted call monitoring, which allows administrators to remotely monitor conversations between representatives and customers; shadow monitoring, which is unassisted, undetectable monitoring of customer service representatives and real-time data entry; outbound calling statistics that let users view the number of calls, number of people contacts, time between calls and customer service representative performance measurements; inbound calling statistics so managers can see calls staffed, calls dropped, abandon rates and interval reports; and live video, for live Internet monitoring and recording of video feeds from global contact centers.

BridgeView also offers reporting tools. The first is statistics that come from the Ask the Bridge knowledge base. Data include frequently searched terms, the times a question has been queried, how many times the question has actually been viewed and the total number of times the question has been used.

The other reporting tools include script review, quality monitoring statistics, recorded call requests, and daily reporting.

Nortel Networks has released its Expert Anywhere Contact system so call centers can hire more customer service agents without having to maintain centralized or regional facilities.

Expert Anywhere is powered by Nortels SIP-based multimedia applications, and allows businesses to direct customer calls to the most appropriate agent, regardless of where that person works in the main contact center, at home, in a branch office, or even in a retail store.

Nortels Contact Center 6.0 is a key component of the Expert Anywhere Contact platform, offering one architecture that enables managers to adapt any contact center to meet customer needs and accelerate customer resolution.

Aspect Software Inc. has announced Aspect eWorkforce Management now has a redesigned user interface for easier navigation, offers enhanced support for outbound and blended contact center environments in addition to its existing inbound support and is available in four new languages: Simplified Chinese, Traditional Chinese, Korean and Japanese. The new version, Aspect eWorkforce Management 7.0, was made generally available June 30.

Aspect eWorkforce Management 7.0 produces staffing forecasts based on contact completion information, blending rules and standard staff group parameters. Customized data regarding campaign size and passes can also be used. The software tracks schedule performance, including offered and handled contacts and contact handle time, so real-time adjustments can be made.

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